IT Support Specialist

6 days ago

Atlanta, Georgia, United States Supportwave Full time
Job Title: IT Support Specialist

We are seeking a highly skilled and motivated IT Support Specialist to join our team at Supportwave. As an IT Support Specialist, you will be responsible for providing exceptional technical support to our employees, ensuring that they have the necessary tools and resources to perform their jobs efficiently.

Key Responsibilities:
  • Technical Support & Troubleshooting: Serve as the first point of contact for IT-related issues, ensuring timely and friendly service.
  • Troubleshoot and resolve basic IT issues related to hardware, software, network connectivity, and user accounts with excellent customer-facing skills.
  • Assist users with day-to-day IT support, such as password resets, software installations, and device setup, maintaining a strong focus on customer satisfaction.
  • Use ticketing systems to track, prioritize, and resolve issues, ensuring proper documentation in knowledgebase tools.
  • Provide remote support to users and leverage remote desktop tools to troubleshoot issues efficiently.
Requirements:
  • Proven experience in a customer support role, preferably in an IT service desk environment.
  • Experience with ticketing systems, knowledgebase tools, and remote support tools.
  • Minimum 3 years of experience in a technical support or helpdesk role, ideally in a fast-paced environment.
  • Strong technical knowledge of Windows and macOS operating systems.
  • Familiarity with Microsoft 365, Azure, and cloud-based collaboration tools.
  • Basic understanding of networking principles, including TCP/IP, DNS, and VPNs.
  • Excellent troubleshooting and diagnostic skills, with a passion for solving IT problems.
  • Strong interpersonal and communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
  • Ability to manage multiple support requests simultaneously and prioritize tasks effectively.
  • A customer-focused mindset with a commitment to providing high-quality IT support.
  • Strong problem-solving skills and the ability to work independently or as part of a team.
Preferred Qualifications:
  • Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent.

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